Bilingual L1 Support Manager | ITSM & Jira Lead

Tech Junction Ltd; Abu Dhabi; On-site; AED 120,000 - 180,000; Full time

Benefits offered by this job

On-site Abu Dhabi

Professional growth opportunities

Enterprise IT experience

Job summary

Net2Source Inc. in Abu Dhabi is seeking an L1 Support Service Manager to lead on-site service desk operations, triage tickets, and ensure ITSM compliance.

You will work with Jira to manage incidents, service requests, and SLA tracking, delivering rapid resolution while coordinating with cross‑functional teams in a bilingual Arabic/English environment. The role requires immediate joiners with valid on-site work authorization and a strong technical background in IT support frameworks, ready to

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related technical discipline.
• Minimum of 1+ years of progressive professional hands‑on experience in L1 technical support, application support, or helpdesk management.
• Strong, demonstrable operational proficiency in Jira ticket management systems and ITSM workflows.
• Comprehensive working knowledge and practical hands‑on experience with incident management, service requests, and SLA tracking.
• Proven ability to troubleshoot and resolve L1 support issues across distributed enterprise environments.
• Mandatory fluent communication skills in both Arabic and English (written and verbal).
• Strong analytical problem‑solving skills and effective stakeholder management capabilities.
• Immediate joiners only with personal visa preference (Family Sponsorship, Employment Visa with NOC, Golden Visa, etc.).
• Mandatory legal work authorization and physical availability for professional on‑site operations in Abu Dhabi, UAE.

Responsibilities

• Manage and triage L1 and application support service desks utilizing Jira ticket management systems.
• Enforce IT Service Management (ITSM) best practices, incident management protocols, and service request workflows.
• Troubleshoot, diagnose, and rapidly resolve complex L1 technical issues and application glitches.
• Monitor Service Level Agreements (SLAs), track ticket prioritization, and manage escalation pathways.
• Conduct fluent bilingual communications and technical support in both Arabic and English (mandatory requirement).
• Coordinate proactively with cross-functional IT infrastructure, development, and client stakeholder squads.
• Ensure strict adherence to enterprise service desk baselines, response time targets, and customer satisfaction metrics.
• Maintain meticulous service ticket logs, incident documentation, knowledge base articles, and operational runbooks.
• Participate actively in service desk reviews, ITIL process optimization, and team performance planning.
• Provide operational leadership, mentorship, and guidance to junior support engineers and helpdesk analysts.

Skills

Jira

ITSM

Incident management

SLA tracking

Bilingual Arabic & English

Leadership/mentorship

Education

Bachelor's degree in CS/IT/SE

Tools

Jira

ServiceNow

Zendesk

Confluence

Job description

Net2Source Inc. in Abu Dhabi is seeking an L1 Support Service Manager to lead on-site service desk operations, triage tickets, and ensure ITSM compliance.

You will work with Jira to manage incidents, service requests, and SLA tracking, delivering rapid resolution while coordinating with cross‑functional teams in a bilingual Arabic/English environment. The role requires immediate joiners with valid on-site work authorization and a strong technical background in IT support frameworks, ready to